Sephora Customer Service Issues

I am disappointed with the recent service I received from you. As a loyal customer, I have experienced recurring issues with my order contents. I have checked the website for information but could not find any section or policy allowing changes to samples in an order. In my last four orders, none of the samples I selected were included, and some duplicates were unsuitable for my sensitive skin. While I understand these samples are complimentary, customers expect to receive their chosen items. There is a lack of communication if samples are unavailable, and orders are combined without consent, as happened with my recent purchases for myself and my mother. Despite contacting customer service, I only received a standard response and was disconnected when requesting a supervisor. My latest order also arrived with incorrect samples. I am considering shopping elsewhere, like Ulta, for better service and reliability. I hope you improve your customer service to retain clients like me who value exceptional service and spend significantly with your brand.

I attended the party yesterday evening on 22/6/[redacted], upon your invitation as a gold cardholder number [redacted][redacted] at Sephora. At the end, I was supposed to receive your box (as indicated in the invitation). I would like to add that I purchased several products totaling €[redacted].00. Upon payment, I was handed a small bag (Dior) containing three types of mini sizes, stating that this bag was the party gift and that I was entitled to the box because I had spent €[redacted].00. In the box, there were 3 Sephora products: lip mask, nose mask, and mini mascara. Obviously, a total disappointment: last December, at the same party, the box was full of products. The same treatment was given to my niece, also a gold cardholder number [redacted][redacted]. I am sorry to say this, but I must: Douglas perfumery, where I have recently been shopping, treats me much better: Samples and mini sizes of products galore. At the Sephora in via Sparano in Bari, there are never any mini sizes or samples. I am a customer who does not deserve this treatment. Returning to the party on 22/6, I asked for explanations at the cash desk: the cashier claimed that the box was only for those who spent the aforementioned amount. In the meantime, the security men approached as if to interrupt my clarification. I also saw numerous boxes being given to other customers without them having purchased any products. A friend of mine who attended the same event received the box correctly, and hers contained many products (so why was mine so meager?) I am deeply disappointed and will definitely consider changing perfumeries soon. I look forward to clarification regarding this matter. Regards, Luciana Mirizzi.

For years, my wife has been purchasing Sephora products online from the French website without any issues shipping to the UK. However, after recent website changes, she encountered a problem during checkout. The drop-down menu for countries did not list the UK, preventing her from completing the order. Unfortunately, the website is only available in French, making it difficult to communicate with online agents who require a French postcode, which we don't have. Could someone please reach out to me via email? Thank you.

Today, I have made the decision to stop shopping at Sephora. Recently, during the 20% off promotion on purchases of $75 or more, I bought three items. While I was pleased with one product, I decided to return the face mask due to negative reviews and was disappointed by the new version of the Cover FX setting spray I usually use because of the dispenser. I went to my local Sephora wanting to exchange the mask and the new setting spray for the older version of the setting spray and a different mask. Unfortunately, I was informed by the employee at the counter that the store policy required me to return both items at the post-discount price. This meant that I would not have enough credit to purchase the original setting spray I wanted. Despite understanding that the employee was following store policy, I left feeling frustrated as I work in retail myself and know the value of customer satisfaction. It is disheartening that there is no flexibility for employees to accommodate customers, especially when I was only seeking an exchange rather than a refund. Sadly, this experience has led me to take my business elsewhere.

I recently experienced a repeated issue with my online orders from Sephora. Both my Claudilie moisturizer and Clinique facial scrub arrived with the top seal broken, exposing the products to air and rendering them unusable. Despite having signed up for flash shipping, I am disappointed with the frequent incidents of damaged products in my orders. This makes me apprehensive about the care taken by the parcel carrier or the potential impact of temperature on the products during transit. It is frustrating to receive items that are compromised, especially considering the risk of contamination. I am now considering shopping in-store to avoid such issues. Out of the last six shipments, three have arrived with damaged products, and I am requesting a prompt refund for these items.

Hello, I would like to share my daughter's experience in Paris last week on Valentine's Day. She visited Montmartre and was thrilled to visit Sephora, her favorite store that London doesn't have. She bought various items, including Marc Jacobs lip gloss in the shade [redacted] Mocha Choco Lata. However, upon returning to London, she discovered the lip gloss was faulty as it wouldn't twist up for use. Unfortunately, she didn't retain the receipt as she trusted the products from Sephora and can't return them in London since there's no store here. I feel terrible that she's left without a functional product after I gave her money to enjoy her trip. I would appreciate any advice on resolving this issue. I can provide a picture of the faulty lip gloss if needed, please let me know how to do this as I can't attach files to this email. Thank you for your assistance. Best regards, Jane R.

Good evening, I have already tried to write this email, but it must have been deleted or ended up in spam. On June 18th, I purchased a perfume as a gift at Sephora, which can be verified from my loyalty card history. Upon opening the perfume, we noticed a strange color, and after consulting with the store, they confirmed that the perfume was "off." I exchanged it for another one, albeit at a higher cost for less content than the previous one. I appreciate that the store exchanged the product, but I still feel taken advantage of. Firstly, because I had to settle for a smaller size, and secondly, because as it was a gift, it reflected poorly on me and the store. There was no gesture of consideration towards the customer who had the unfortunate experience, such as a discount or a small gift, especially since the expired perfume was from the store. Additionally, having to pay extra and leave with half the amount of perfume I originally purchased seemed excessive. I am disappointed and believe I will shop at other stores in the future where I am often offered better discounts and customer care. This is not the first time I have been let down by Sephora. Sincerely,

I recently bought a [redacted] frosted party advent calendar from Sephora via Amazon in the U.K. for £68. I am extremely disappointed and feel overcharged for this product. Despite other beauty calendars meeting my expectations, this one from Sephora has fallen short. I purchased it as a surprise for my daughter who loves Sephora products. I am disheartened by the quality and value for money. I hope to receive some form of acknowledgment and compensation for this letdown, as it has been considered the worst advent calendar by many reviewers.

On October 4th at Sephora in Chandler, Arizona (Chandler Mall), I experienced a situation where the young employees did not accommodate my needs as a handicapped individual. Despite being 77 years old and using an automated scooter due to a breathing issue, I wear a large clear shield for better breathability, known as TZShield. A staff member insisted I wear a cloth mask to enter, which impeded my breathing. Feeling disrespected, I complied and entered with a cloth mask reluctantly. Inside, I encountered multiple young employees who were not well-informed about the products. I made a purchase but felt unheard and frustrated by the whole experience. Given these challenges, I have decided to return to shopping at Ulta. I value being understood and respected as a customer, especially when facing health considerations. Gwen V., Former Customer

On August 23, [redacted], I bought a $[redacted] gift card for my friend's birthday at Sephora in Leawood, KS. Unfortunately, on October 16, [redacted], my friend discovered that the card was not loaded when trying to use it. After contacting the store, the manager confirmed my purchase but was unsure why the card wasn't working. They advised me to reach out to Customer Service for assistance in activating the card. However, after a 40-minute wait on the phone, Customer Service redirected me back to the store, claiming the issue stemmed from a loading error on their part. I am currently on hold with the store again. It's been embarrassing to gift a non-functional card and frustrating to be out $[redacted]. As a business owner, I value excellent customer service, and this experience has been disappointing. I hope to have this matter resolved promptly.

Dear Sephora, I am reaching out regarding my recent order LX-[redacted]6. I purchased a Supergoop! (Defense Refresh (Re) Setting Mist SPF40 30ml, 1 Urban Decay Naked Ultraviolet Eyeshadow Palette (with a free Urban Decay Vice Lips Chemistry full-size), and 1 Unitouch Cherry Blossom Extract Bio Cellulose Face Mask. Despite making the payment on October 31st, the app status remains unchanged at "packing order." As of November 22nd, I have not received the products, nor have they been shipped. I have contacted Sephora Indonesia via email, but the responses only mention forwarding the issue to the team without providing a timeline for shipment. I kindly request that you send the paid-for products promptly. If the items are out of stock, please notify me and process a refund, including the member points I used for a 10% discount. Thank you for your attention to this matter.

Dear SEPHORA, I am writing to inform you that there seems to have been a typo in the address I provided for my order with reference number [redacted]. Currently, my package is held at the BRT Napoli Nola facility awaiting clarification on the address from the sender. I would like to update the delivery address to VIA PADRE GINO CESCHELLI 43. I look forward to receiving an update on the tracking of my package. Best regards.

Dear Sephora Customer Service, I am reaching out regarding my VIP account reward points. I had been saving up my [redacted] points for a special reward, but unfortunately, they seem to have disappeared. I was informed that because I made no purchases in [redacted], the points were removed. Given the circumstances of [redacted], it was a challenging year for many to shop for makeup. Upon returning to work in [redacted], I hoped to use my points, only to find them gone. I was unaware that points would expire if no purchases were made in a year. I kindly request the return of my points or I may need to consider returning the products I've purchased from Sephora over the last three years. I typically spend a significant amount annually on makeup and skincare at Sephora, with the exception of the pandemic year. I appreciate your attention to this matter. Thank you, M.N. Email: [redacted]

I will no longer shop at your stores because it seems you prioritize the feelings of vocal liberals over those of Christians and conservatives. It appears that businesses are becoming politically motivated, but it's a shame you can't just focus on selling great products. Many of us with opposing views feel overlooked, but our choices will speak volumes as we take our business elsewhere. It's disappointing when companies disregard a large portion of their customer base.

I received a gift of various perfumes with a gift card for a full-sized scent of my choice. However, when I tried to redeem the card at Sephora, I was told I had to use it at JC Penny, which is not convenient for me, especially during the pandemic as someone with Leukemia. It's frustrating not to be able to enjoy the full gift due to this restriction. A disappointing experience.

During my visit to the Sephora store in select City in India, I purchased a Bobbi Brown foundation. However, the saleswoman gave me a darker shade than what I requested. Despite my complaint, she insisted it was the correct shade. Upon opening and applying the product at home, I discovered it was indeed too dark for me. When I returned to the store, the manager declined to exchange the opened bottle, claiming it was policy. I am upset because I specifically asked for a lighter shade than the one I received. The experience felt like a fraud to me as the store lacked the lighter shade and provided me with a darker one. Additionally, the manager did not handle the situation well and did not offer a satisfactory resolution.

In December [redacted], I contacted your customer service for assistance in buying a Sephora gift card for my daughter in New Zealand. Following your instructions, I purchased a $[redacted] gift card through the New Zealand store, but she is unable to use it as it was bought in the USA. I followed all the steps provided, and now I am unsure what to do next. Please refrain from sending generic apologies. I request your agent to address and fix this issue promptly. Thank you.

I recently bought a product from a Sephora store during my vacation, using some Beauty Insider points to get $10 off. After realizing the shade didn't match, I requested an exchange through my daughter who visited another Sephora location. Unfortunately, the store charged my card instead of exchanging it, resulting in the loss of the $10 discount. Customer Service explained that this is their policy and points cannot be returned. I find this policy disappointing as I lost my rewards. My daughter was so dissatisfied that she bought the same item elsewhere. Customer service plays a crucial role in customer loyalty and shopping choices.

I would like to share my concerns about the Macomb Mall location in Roseville, MI, specifically regarding an issue I have encountered with a manager who I believe is named Cassie. She is a shorter female who appears to be in her mid-40s. I have observed that she lacks friendliness and exhibits unprofessional behavior towards her employees. This negative attitude seems to impact the employees' performance when she is present in the store. In contrast, the other staff members are friendly, professional, and knowledgeable. I feel that there should be more careful consideration when selecting management at Sephora to ensure a positive work environment that enhances store productivity.

Hello! I am interested in purchasing the following items: - 1 x Soft Pinch Liquid Blush - 2 x Stay Vulnerable Glossy Lip Balm - 1 x Auto Correct Eye Cream I have attempted to use various cards from different countries for payment, but all were declined. Can you please provide alternative payment options so I can proceed with placing my order? Thank you.